bai professional skills 2016

C O M P L I A N C E T R A I N I N G S I M P L I F I E D

Trai

ning

Solu

tions TAKE YOUR COMPLIANCE

TRAINING FURTHER

Ensuring your financial institution is compliant with current regulations isessential. Developing your employees’ business acumen, in addition to adeep understanding of current regulations, can make your organizationstand apart from the competition and help you retain talent.

In an increasingly competitive environment, it is more important than everto have well-rounded employees who can grow and maintain customerrelationships. Investing in professional skills development helps cultivatenew competencies and reiterate your commitment to your employees.

BAI Learning & Development’s Professional Skills Series of over 140 onlinecourses complements our regulatory compliance courseware and enablesyou to develop tomorrow’s leaders. Over 140 courses cover a wide array oftopics: everything from customer relationship management tocommunication and leadership to Microsoft Office.

The Professional Skills Series can be accessed through the easy-to-use BAILearning Manager System. Courses are self-paced, allowing individuals tolearn in their own time at their own speed.

Whatever your needs, we can help simplify training and make sure youremployees have the skills they need to react quickly in the ever-changingworld of financial services

B A I P R O F E S S I O N A L S E R I E S • C O U R S E C A T A L O G2

Trai

ning

Solu

tions The BAI Professional Skills Series includes:

Pg.

HUMAN RESOURCESThis well-rounded curriculum encompasses core Human Resources issues,employment ethics and compliance and career growth-focused courses.

Pg.

ALL ABOUT OFFICEAvailable for Microsoft Office 2007, 2010 and 2013. Provide your employees trainingfor Microsoft Outlook, Word, Excel and PowerPoint.

Pg.

BUSINESS MANAGEMENTFrom conflict management to delegation, team problem solving and projectmanagement—ensure your managers and leaders have strong foundational skills.

Pg.

BUSINESS COMMUNICATIONSCourses cover all aspects of communication including written and verbalcommunication, presentation skills and cross-cultural training.

Pg.

CUSTOMER RELATIONSHIP MANAGEMENTIn addition to core customer service fundamentals, expose your employees tocourses on expanding customer services, specifically designed for financialinstitutions.

B A I P R O F E S S I O N A L S K I L L S • C O U R S E C A T A L O G3

4

16

19

26

32

HUMAN RESOURCES

Hum

anR

eso

urce

s

Human Resources Development Topics

50185Change Management60 minute tutorialChange is a constant at every organization. Effective leaders know how to develop change-friendly companies.In this course, you’ll learn the skills necessary for mastering change management.

50186Skills for Interviewing30 minute tutorialIn this course, you will learn the A-to-Z of interviewing for a new job. The strategies and tips provide specificrecommendations for valuable preliminary work, and tools to prepare for the interviewer's questions. Key pointswill help you promote your best image and create a positive impression. You will also learn how to follow upwith the interviewer and how to negotiate the best offer if you are selected.

50187Doing Performance Reviews60 minute tutorialEveryone benefits when you take a collaborative, positive approach to performance reviews. In this course, youwill learn how to perform effective performance reviews.

50188Establishing Performance Goals and Expectations60 minute tutorialProductive and motivated employees are those who clearly understand what is expected of them in terms ofperformance and behavior. In this course, you will learn thetools and methods for collaboratively establishinggoals and specific performance criteria for all employees. There are tips to help you obtain commitment to yourgoals and methods to help you review performance goals regularly. It also includes documentation guidelinesand techniques to help you get results through effective feedback and positive reinforcement.

50189Employee Motivation60 minute tutorialA motivated and dedicated workforce is the formula for long term success. In this course, you will be providedpractical suggestions for identifying group and individual motivating factors and will learn how to mobilize themto energize employees. There are tools, techniques, and methods for revitalizing the workplace andencouraging initiative in each person in order to move everyone forward.

B A I H U M A N R E S O U R C E S • L E A R N B A I . O R G5

Hum

anR

eso

urce

s

50190Overview of 360 Degree Feedback45 minute tutorialThis course is designed to present a broad overview of 360 degree feedback, also called multi-rater ormulti-source feedback. This type of feedback system is becoming more popular in organizations, includingmany of the Fortune 50 Companies, and the Federal Government. Given its popularity and widespread use,many organizations are wondering whether such a system will benefit them. This course will acquaintparticipants with the nature of such systems, how they are used, who is involved, current thinking aboutconcerns and benefits, and what to look for when considering the adoption of such a system.

50191Mentoring for Improved Performance30 minute tutorialThis course teaches effective coaching techniques, and enables you to help employees improve their workperformance through a clearer sense of performance objectives and renewed motivation. You will learn specificand practical suggestions for diagnosing performance problems, understand appropriate actions based on thediagnosis, and be able to implement the coaching process in an effective manner.

50192Developing Brand You30 minute tutorialThis course provides ideas and exercises designed to help you formulate clear ideas about managing yourcareer and about creating Brand You. It will help you focus on what you like about your current position, whatyou would like in your next position, and what actions you need to take to gain control over your career. Youwill assess your strengths and devise a plan to work on your weaknesses.

50193Job Candidate Interviewing60 minute tutorialThis is a practical course with tools and methods to help you prepare to get the results you want from aninterview. You will learn how to define exactly what you are looking for in a job candidate and be givenchecklists and discussion guides to ask the right questions and get relevant answers. The course addresses themost common legal pitfalls and how to avoid them, as well as issues you should consider when evaluating acandidate.

50194Employee Performance Recognition60 minute tutorialRecognizing employee performance and giving positive reinforcement is a key element of motivation. In thiscourse, you’ll learn how to master employee recognition and reap the benefits of a motivated, high performingindividual or team.


Hum

anR

eso

urce

s

50195Effective Performance Feedback45 minute tutorialProviding effective performance feedback is an important part of your role as a manager. This module will giveyou an understanding of the importance of performance feedback. Informal performance feedback is providedon an ongoing basis, while a more formal process is the annual performance review. We will outline the stagesof a performance review and show you video clips of performance reviews in action. Finally, we will provide youwith strategies for ensuring that your feedback is constructive and effective.

50196Selecting Top Talent30 minute tutorialSelecting top talent is an important part of your role as a manager. This module will give you an understandingof the four steps of effective interviewing and selection, and explore the key interviewing skills that will assistyou in conducting an efficient and effective interview.

50198Performance Appraisal Basics45 minute tutorialThe core element of every manager's job is performance management. Effectiveness in this area is directlydetermined by how well the manager plans and conducts the year-round and year-end elements of theappraisal process. This course is designed to educate you about the critical elements of the performanceappraisal process.

50199Negotiating and Starting Right45 minute tutorialThis course explains how to proceed once an offer for employment has been made. You will learn what to dowhen you receive an offer and how to act during the negotiation and acceptance phases of the interviewingprocess.

50200Employee Time Management60 minute tutorialThis course is designed to assist individuals in diverse occupations to understand time management and topractice specific techniques to improve their efficiency including making lists, using a personal organizer,handling interruptions, and delegating work tasks. The course discusses how time management skills will helpyou overcome the effects of stress.

50201Negotiating Skills For The Professional60 minute tutorialAn effective sales professional knows how to meet customer needs while assuring reasonable terms and profitfor his or her own company. This course has techniques for identifying customer expectations and determininghow to meet them in a way that both parties are satisfied by the results. There are checklists and discussionguidelines to help a sales professional master this essential communication skill.


Hum

anR

eso

urce

s

Employment Ethics & Compliance Topics

50205ADR Negotiations60 minute tutorialNegotiation is the most common and the most flexible approach to the resolution of business disputes. Mostexperts agree that approximately 90 percent of all cases filed in state and federal courts are settled throughsome form of negotiation or alternative dispute resolution (ADR). This course considers the many facets of thispopular and mutually satisfying resolution process.

50206ADR Commercial Arbitration60 minute tutorialArbitration is an adjudicative alternative dispute resolution (ADR) mechanism. Parties submit a disagreement toone or more neutral decision makers called arbitrators. Unlike negotiation or mediation, the arbitrator, not theparties, determines the outcome of the dispute along with any applicable remedies. In this course, you willlearn about the arbitration process, which is more formal than other ADR mechanisms and uses abbreviated,trial-like procedures that are adversarial rather than collaborative in nature.

50207ADR Labor and Employment Arbitration45 minute tutorialThis course focuses on the use of arbitration to resolve disputes arising in the workplace. Arbitration has longbeen used to successfully settle disagreements relating to workplace rights and responsibilities. It allowsbusinesses and their employees to remain productive while resolving conflicts. In addition, arbitral awardsprovide guidance on future conduct between the parties and are similar to case precedents.

50208ADR Mediation60 minute tutorialIn this course, you will learn about mediation, which is perhaps the fastest growing form of alternative disputeresolution (ADR) in business today. Lawyers and clients seeking rapid, economical and private disputeresolution are using mediation in court-annexed and private, for-fee settings. Mediation allows parties tonegotiate outcomes to disputes themselves, rather than relinquish control of a case to a judge, jury orarbitrator.

50209ADR Summary Jury Trial and Mini-Trial60 minute tutorialThe summary jury trial (SJT) and the mini-trial are important settlement mechanisms that draw on elements oftraditional litigation, negotiation and mediation to successfully resolve business conflicts. This course looks athow both mechanisms empower business professionals to negotiate creative solutions to their businessdisputes.


Hum

anR

eso

urce

s

50210Effective Approaches to Employee Discipline60 minute tutorialIt is often difficult for managers and supervisors to make valid employment decisions. Employees may believethat a decision was unfair or biased. By implementing an effective workplace discipline policy, employees willknow what is expected of them and what penalties may be imposed for certain offenses. This course providespractical advice on implementing or improving your discipline policy. You will learn to establish a policy anddocument all incidents, keep workforce dissatisfaction to a minimum, increase productivity, and boost morale.

50211Litigation and Dispute Resolution45 minute tutorialLitigation and dispute resolution are hot topics in today's business world. A variety of processes exist to resolvedisputes arising in the course of commerce. Most business people are familiar with litigation but perhaps not asfamiliar with ADR - alternative dispute resolution. This course discusses the major civil litigation systems of theworld, stages of the lawsuit in the United States, ways in which these lawsuits affect business, and suggestionsfor reforming the system to reduce its adverse impact, including ADR.

50212Employee Discipline45 minute tutorialWhen a situation exists where employee discipline is required, it can be difficult for a supervisor or manager tobe sure they are acting appropriately. This course provides information on conducting an effective workplaceinvestigation and discusses the common methods of discipline that exist in the workplace today. Theinformation presented will help you to treat your employees fairly and avoid possible charges of discriminationrelating to disciplinary actions.

50213The Family and Medical Leave Act30 minute tutorialThis course presents an overview of the Family and Medical Leave Act of 1993 (FMLA) and the modificationseffective on January 16, 2009. FMLA requires employers of a certain size to allow employees to take unpaid,job-protected leave in certain situations. It discusses employer and employee eligibility and highlights employerresponsibilities, as well as providing practical tips on complying with these responsibilities.

50214Settling Disputes Using ADR45 minute tutorialAlternative dispute resolution (ADR) processes offer businesses a range of settlement and private adjudicationoptions that provide rapid, inexpensive, private and customized methods for resolution. While not appropriatein all cases and subject to constitutional and practical limitations, ADR processes can be used advantageously inmany disputes. In this course, you will learn about settling disputes by applying ADR.


Hum

anR

eso

urce

s

50215Ethics for Managers45 minute tutorialUnderstanding business ethics is different from learning other subjects. In business ethics, the process ofdecision-making is as important as the conclusion. Managers need to know how ethical business practices canprevent wrongdoing in their organizations and how ethics can help employees make appropriate choices. Thiscourse explains what is meant by the concept business ethics and why initiatives to develop and maintainethical cultures in organizations are more important than ever.

50216Employee Ethics30 minute tutorialBusiness ethics is no longer a subject reserved for executives and managers. Employees on the frontline whodeal with customers, suppliers, competitors, and their peers are expected to make good decisions based onthe organization's values and contemporary standards in business ethics; if they do not, the cost to theirorganization impacts both their financials and their reputation. In this course, you’ll learn the importance ofrecognizing an ethical dilemma and how to act accordingly.

50217Discharging an Employee60 minute tutorialDischarging an employee can be uncomfortable. There are also serious implications for the organization. In thiscourse, you’ll learn more about the process of discharging and employee and learn about the details you don’twant to overlook.

50218Employee Disciplining60 minute tutorialIn this course, you will learn how to improve overall performance by knowing when and how to take correctiveaction with problem employees. You will be given specific disciplinary methods in this course, and techniquesto ensure compliance. There are also tools and techniques for developing workable solutions with the individualinvolved and direction on what can be done if efforts are not successful.

50223Understanding Contracts and Their Use60 minute tutorialIn almost every business transaction, a contract is made. In this course, you will learn how to know when a truecontract has been made, identify when it is binding, and determine the limitations and scope of theagreements. It will also give you information and guidelines on how and when to sever the contract, how tomodify it, and how to circumvent potential problems.


Hum

anR

eso

urce

s

50228Handling Violence in the Workplace60 minute tutorialOne out of every four full time workers is harassed, threatened, or attacked on the job each year, yet mostcompanies do not have a written policy on workplace violence, have not taken preventative measures, andprobably do not understand the causes or warning signs of such behavior. This course will help prepare yourselfand your company to effectively manage violent situations should they occur.

Preventing Harassment and Illegal Discrimination for Supervisors

50231Preventing Harassment and Illegal Discrimination for Supervisors (California)180 minute tutorialHarassment and discrimination are costly to organizations. Everyone is affected by the negative consequencesof a workplace that allows harassing and discriminatory behavior. This course is designed to inform managersand supervisors of their legal obligations and their critical role in ensuring a harassment-free workplace.Students will be informed of the laws that govern discrimination, harassment and retaliation. This course definesthese behaviors, outlines the obligations of employers and employees, and describes the role of the supervisorin preventing harassment and discrimination.

Harassment Training [CA]

50232Harassment Prevention Training for Employees (California)90 minute tutorialHarassment and discrimination are costly to organizations. Everyone is affected by the negative consequencesof a workplace that allows harassing and discriminatory behavior. This course is designed to inform employeesof their legal obligations and their critical role in ensuring a harassment-free workplace. Students will beinformed of the laws that govern discrimination, harassment and retaliation. The course defines thesebehaviors, outlines the obligations of employers and employees, and describes the role of employees inpreventing harassment and discrimination.

Career Growth

50233Reaching Personal Goals60 minute tutorialBeing aware of your goals is an important part of reaching them. In this course, you will learn effective ways tomaximize your potential and reach your personal goals.


Hum

anR

eso

urce

s

50234Time Management60 minute tutorialThis course examines time management and includes tools for setting goals, keeping logs, and planning yourtime. It also includes methods for identifying low pay-off activities and time-wasters, along with suggestions forgetting rid of them. This course also provides tips for organizing your materials and your surroundings forincreased efficiency, and has other practical suggestions for taking control of your time and your life withsimple, tried-and-true tools and techniques.

50235Individual Goals and Challenges45 minute tutorialThis course provides you with tools to set and remain committed to your goals. You will learn how to commityour goals to paper, set timelines, and track your progress.

50236Individual Goal Contract30 minute tutorialGoal setting is not always easy, as unexpected events can get in the way of even the most dedicated efforts.This course will teach you how to achieve goals by developing a self-initiated contract that formalizes yourcommitment to your goals by setting and meeting deadlines. These contracts can be simple or complex, andcan be revised and clarified to meet the obstacles you encounter in the pursuit of your goals.

50237Individual Goal Setting45 minute tutorialThis course will teach you how to properly understand, effectively set, and achieve your goals. You will learn toavoid setting goals that are either unrealistically high or too easily reached. The course also teaches you tounderstand the difference between goals and dreams.

50238Individual Listening Skills45 minute tutorialThis course is designed to help participants improve their listening skills through practical exercises andincreased awareness of their personal listening styles.

50239Individual Priority Management30 minute tutorialPeople commonly encounter recurring demands, information overload, increased workloads, and have familyand/or community responsibilities, and their own personal expectations of what they want for their job, careeror family. This course will identifies a priority process to achieve meaningful personal and career goals. It alsoprovides numerous techniques and tips that will make priority management a key to successfulaccomplishments.


Hum

anR

eso

urce

s

50240Individual Anger Management45 minute tutorialThis course is designed to describe the essentials of managing anger in an appropriate and constructivemanner. While designed specifically for the work environment, the core elements of this training can be appliedwhen you are at home or on the road. The constant pressures and stresses of modern life have resulted in agrowing realization that anger control methods should be taught. This course teaches us how to effectivelymanage anger in all its forms.

50241Individual Goal Personalization45 minute tutorialThe only way to accomplish a goal is to take total ownership of it. This course will teach you different methodsof turning a goal into your own, ranging from understanding the nature of doubt, preventing sabotage by thesubconscious, to adopting new types of positive behaviors such as role playing. Using these techniques, youwill learn how to become a successful goal setter and achiever.

50242Introduction to Training30 minute tutorialThis module presents an overview of training including the steps needed to plan, implement, and assessjust-in-time learner-centered training. Clearly defined outcomes are critical to effective training. This modulehelps mangers define outcomes and create training to support learning and improved performance.

50243How Adults Learn30 minute tutorialLearner-centered training is outcomes based; effective training addresses the outcomes and desiredperformance. Training must be engaging as well as informative. In this module, you will learn strategies utilizedto create engaging, effective, and learner-centered training.

50244Training Tips & Techniques30 minute tutorialIn this course, tools used to put training to work on the job quickly, efficiently, and effectively are discussed.This module outlines ways to present materials that not only captivate attention but also produce the requiredresults. Discover ways to create effective and efficient training that leads to improved performance on-the-job.

50245Marketing Yourself30 minute tutorialKnowing how to market yourself is an essential part of getting a job and planning a career. This module isabout building a personal marketing strategy. You will need to do three things: decide what you are looking forin a job, become familiar with your personal features and benefits, and find the market for your product – you.


Hum

anR

eso

urce

s

50246Individual Productivity Enhancement45 minute tutorialProductivity is the key to career success. In challenging and competitive times, companies look to theiremployees to accomplish needed tasks and assure the organization's viability. When companies decide topromote employees, those with a track record for accomplishing the important work of the organization areoften considered for advancement. This course teaches time and task management skills that will make youmore valuable to your company and more productive in your personal life.

50247Managing Work and Family60 minute tutorialBalancing the demands of work and family can be a challenging task. For most of our lives, we juggle a numberof important roles that require our attention and energy. Amidst those roles and associations are significantrewards and responsibilities that make our lives challenging, interesting, and satisfying. In this course, you willlearn how to manage the demands and pressures of maintaining the balance between work and family.

50248Developing Your Career Path45 minute tutorialResumes are invaluable tools in the job search process. One extremely important purpose lies in thepreparation process itself. In this course, you will learn how to develop your career path by learning aboutyourself, your accomplishments, and your goals. You will also learn how to present that information to fit anemployer’s needs.

50249Networking Your Career Path45 minute tutorialThe power of networking is evident in various studies of the job search process, which conclude that between70 and 80 percent of all executive and managerial jobs are obtained through networking. In this course, you willdevelop your initial network list of names and learn effective ways to begin using this list.

50250Managing Your Career Path30 minute tutorialResumes are invaluable tools in the job search process. Career planning is a process that requires candidassessment of your accomplishments, goals, talents and most importantly, your future plans. This coursefocuses on self-analysis and assists in career planning, whether you want to find a new job, make a lateral move,get a promotion, or change careers within the same company. The material covers what you want to do, whereyou want to do it, financial issues, and more.


Hum

anR

eso

urce

s

50251Individual Leadership Power45 minute tutorialThis course is designed to help you unleash your leadership potential. You will learn how to take a stand,achieve a goal, and motivate others. The course explains how most leaders are made rather than born andteaches you to develop your personal leadership power (PLP). This includes using the five principles to increaseand effectively use PLP.

50252Running A Virtual Office60 minute tutorialMany companies believe that flexibility for employees in both work hours and work location helps them attractand retain the best talent and actually improve productivity. This course identifies the potential benefits andpitfalls in managing a virtual workforce, gives guidelines for maintaining communication, monitoringproductivity, and encouraging peak performance. There are methods for assuring alignment and consistency,and suggestions for preserving important working relationships without the traditional work structure.

50253Identifying and Avoiding Burnout60 minute tutorialBurnout, exhaustion, fatigue, apathy, it doesn't matter what word you use—you just can't seem to get theenergy to perform at your 'normal' level. In this course, you will learn how you can recognize and avoid burnoutso you can achieve a balance and stay on track!


ALL ABOUT OFFICE

All

Ab

out

Off

ice

Computer / Microsoft Skills

59004Microsoft Word 201020 minute tutorialIn this course, you will learn how to use the following features of Word 2010: Document views and zooming,formatting tools, template and themes, text effects, page headers and footers, tables of contents, inserting acover page, text boxes, creating tables, quick parts, searching, spell-check, changing languages, and insertingitems.

50266Microsoft Access 2010120 minute tutorialThis program aids students in getting started with Microsoft Access 2010, and addresses such tasks as filteringand sorting data, examining database objects, and entering and working with table data. Additionally, studentswill learn about setting table relationships, working with queries and sending and receiving e-mail messages.

59001Microsoft Excel 201025 minute tutorialIn this course, you will learn how to use the following features of Excel 2010: Inserting functions, using theformula bar, page formatting, autocomplete, formatting, themes, lists and tables, duplicates, filtering andsorting, pivot tables, charts, sparklines, and protecting a workbook.

59002Microsoft Outlook 201025 minute tutorialIn this course, you will learn how to use the following features of Outlook 2010: Using email with Wordfunctions, signatures, previewing attachments, quick search, categorizing emails, conversations, cleaning up,quick steps, the to-do field, tasks and flagged emails, calendars, scheduling and managing meetings, and outof office.

59003Microsoft PowerPoint 201020 minute tutorialIn this course, you will learn how to use the following features of PowerPoint 2010: Creating presentations,background images and master slides, sections, formatting text, inserting tables or charts, inserting images,arranging figures, animating, slide transitions, video editing, and using the presenter view.

50270Microsoft Publisher 2010120 minute tutorialThis program aids students in getting started with Microsoft Publisher 2010, and familiarizes them with taskssuch as selecting a publication type and template, adding and modifying text placeholders, deletingplaceholders, inserting and formatting text boxes, and inserting illustrations and images.

B A I A L L A B O U T O F F I C E • L E A R N B A I . O R G17

All

Ab

out

Off

ice

59005An Introduction to Microsoft Windows 725 minute tutorialIn this course, you will learn how to use the following features of Windows 7: Start menu, task bar, windowmanagement, control panel, snipping tool, problem steps recorder, explorer, previewing files, creating folders,editing files and folders, the address bar, favorites, sorting and filtering, managing libraries, searching, the rightmouse button, adding printers, filenames, and changing themes and images.

59006An Introduction to Office 2013 Outlook35 minute tutorialIn this course, you will learn how to use the following features of Outlook 2013: Adding folders to favorites,searching, replying immediately, using features from Word, drafts, signatures, attaching items, inserting items,previewing, categorizing, ignoring conversations, cleaning up, quick steps, the to-do bar, tasks and flaggedmessages, calendar views and settings, setting up a meeting, sharing a calendar, and out of office replies

59007An Introduction to Office 2013 PowerPoint25 minute tutorialIn this course, you will learn how to use the following features of PowerPoint 2013: Creating presentations, textformatting, the slide master, inserting items, using comments, editing videos, copying data from other Officeapplications, creating sections, using guides and gridlines, aligning and grouping objects, merging shapes,design tools, animations, slide transitions, making notes, and using presenter view.

59008An Introduction to Office 2013 Word30 minute tutorialIn this course, you will learn how to use the following features of Word 2013: Document views and the ruler,gridlines, formatting tools, themes and styles, showing and hiding content, the navigation pane, trackingchanges and comments, text effects, page headers and footers, tables of contents, cover pages, text boxes,tables, inserting items, formatting text, quick parts, searching, and spelling and grammar.

59009An Introduction to Office 2013 Excel30 minute tutorialIn this course, you will learn how to use the following features of Excel 2013: Utilizing workbooks andworksheets, formulas and functions, aligning cell content, flash filling cells, themes, lists and tables, duplicates,conditional formatting, filtering and sorting, quick analysis, sparklines, pivot tables, slicer, timelines, charts,page setup, printing, and protecting workbooks and cells.

B A I A L L A B O U T O F F I C E • L E A R N B A I . O R G18

BUSINESSMANAGEMENT

Bus

ines

sM

anag

emen

t

Management & Team Building

50035Conflict Management45 minute tutorialConflict is an inevitable part of any organization. This course will help you understand the difference betweenfunctional and dysfunctional conflict and provide a useful model of conflict development to diagnose and treatconflicts in the workplace. You will learn the common causes of conflict and strategies for resolving conflict, andhow to use functional conflict to increase innovation, change, and creativity in your organization.

50036Delegation45 minute tutorialEffective delegation is a strategic tool that leaders use to save time, enhance the morale of workers, anddevelop employees by placing authority in their hands. In this course, you will explore the delegation process,learn to overcome barriers to delegation and give effective feedback. You will also learn to apply this powerfultool for the benefit of your organization.

50037Meeting Effectiveness45 minute tutorialEmployees at all levels are involved in group decisions and problem solving more than ever before. This courseteaches the skills needed to lead and participate in meetings effectively and efficiently.

50038Strategies for Meeting Goals30 minute tutorialGoal setting with others can strengthen your ability to reach your goals. This course teaches you about thebenefits of mutual goal setting, how to pursue multiple goals, overcome obstacles, and achieve long termgoals.

50039Quality Management Refresher60 minute tutorialAll organizations must understand how to deliver high quality products and services in order to be competitive.Quality management is about performance, competitiveness, and customer satisfaction. This course is designedto help you understand the fundamental ideas, principles, and tools of quality management.

50040Developing A Strong Leadership Team60 minute tutorialIn this course you’ll learn the key elements to creating a leadership team that is a model for the rest of theorganization. The Strategies and Tips are practical tools to create and maintain a shared vision, define roles andresponsibilities, and determine mutual goals and priorities. Key Points also include techniques for avoidingpower struggles and resolving issues to keep leaders focused and aligned.

B A I B U S I N E S S M A N A G E M E N T • L E A R N B A I . O R G20

Bus

ines

sM

anag

emen

t

50041Sales: Team Effectiveness60 minute tutorialLeadership is the most important element of a sales force's success, but it has some unique challenges. In thiscourse, a sales force leader will learn how to get a sales team organized, motivated, and focused on results.There are suggestions and tools for creating a cohesive team, developing a high level of commitment to goals,and coaching sales professionals for improved performance.

50042Acting Effectively on a Team60 minute tutorialWorking in a team requires finding a balance between team involvement and individual responsibility. Thiscourse will teach you how to contribute more effectively to your team and help your teammates do the same. Itwill expand your understanding of the challenges teams face and what you can do to meet them.

50043Communicating as a Team45 minute tutorialOrganizations increasingly rely on employee teams to handle projects. Therefore, communication within teamsis crucial to an organization's success. This course helps you develop more powerful, effective teamcommunication skills.

50044Running Effective Meetings60 minute tutorialMeetings are an integral for sharing information and setting goals. In this course, you’ll learn how to leadmeetings that are organized, focused, and productive.

50045Running Effective Teams60 minute tutorialTeams can provide opportunities for collaboration and innovation, but sometimes being the leader of a teamcan be difficult. In this course you’ll learn how to identify effective leading strategies and overcome theobstacles you face as a team leader.

50046Team Problem Solving60 minute tutorialProblem-solving as a team can lead to exceptional results - or it can be a disaster! As a team leader, you havethe responsibility to ensure your team finds the best solution. In this course you will learn strategies forsuccessful team problem solving.


Bus

ines

sM

anag

emen

t

50047Problem Solving in the Workplace45 minute tutorialIn this course you will learn how to solve some of your most important business problems using logical methodsand supporting techniques. You will also be introduced to the five-step process for solving problems.

50048Problem Solving: The 5 Steps45 minute tutorialIn this course, you will learn five steps involved in the problem-solving process. The five steps that will helpsolve any workplace dispute include defining the situation, providing a quick fix if necessary, identifying theroot causes, taking corrective action, and evaluating and following up.

50052Developing Diverse Teams60 minute tutorialThis course will help you understand the impact of cultural factors when you attempt to build harmonious andproductive work units. You will learn to build a team that encourages mutual accountability, trust, problemsolving, conflict management, and an appreciation for the unique contributions by all. You will also learn tofoster enthusiasm about the collective purpose of the team and each person's role in accomplishing thatpurpose.

50055Using Leadership Basics60 minute tutorialIn this course you will learn the fundamental skills for leading a group: defining the task, establishing a vision,gaining commitment, and building relationships. Learn how and when to use various leadership styles and gaintechniques to help leaders direct the efforts of others. The Strategies and Tips in this module teach you how tofoster innovation, provide appropriate direction, and develop and maintain positive relationships.

50056Delivering Effective Feedback60 minute tutorialDelivering effective feedback can serve as a tool to enhance performance and morale. In this course, you willlearn how to provide clear, effective feedback.

50057Being A Successful Supervisor60 minute tutorialA supervisor is a critical contributor to an organization's success. This course details the most importantelements of successful supervision, with attention to both people and organizational skills. You will learn toolsand techniques for making the most of the talents of the work group, personal skill assessments, and methodsfor organizing and managing the workflow.


Bus

ines

sM

anag

emen

t

50058Valuing Diversity60 minute tutorialThis course, intended for managers, provides an excellent base for the student to learn about his or her ownbeliefs and to see the potential of a diverse workplace. There are tools and techniques to help a manager learnto recognize the positive contributions all employees make in achieving the goals of the organization. There aresuggestions for modeling and promoting organizational values and methods to gain involvement from diversepopulations. This course also provides guidance on developing important organizational processes that supportdiversity and methods for soliciting participation from non-traditional contributors.

50059Work Process Basics45 minute tutorialIn this course, you will learn how to analyze work as a process by identifying the requirements necessary toproduce quality work, defining process flow and scope, and looking at inputs and outputs. The course will alsoshow you how to keep quality number one and examine listening skills to ensure that customer requirementsare met.

50061Introduction to Leadership45 minute tutorialIn this course, you will learn how to become a dynamic leader. The module begins with a general introductionto the nature of leadership, specifying the core characteristics of successful leaders, and comparing andcontrasting six leadership styles.

50062Personal Leadership30 minute tutorialLeadership requires not only that you believe in yourself, but also that you are able to inspire positive changeand influence people to rally around you. This module will explore the personal aspects of leadership.

50063The Vision of Leadership30 minute tutorialAn effective leader sees the whole picture and can articulate the broad perspective to others in order to createa common purpose that mobilizes people and coordinates their efforts. Ethical behavior gains respect and astrong vision of the future conveys a sense of direction. In this module, you will learn to develop andcommunicate your vision, deal with change as it happens, and make decisions.

50064Leading Your Resources30 minute tutorialLeading people involves more than a vision and the ability to communicate – leadership is also a strategicactivity. This module looks at the strategic aspects of leading people.


Bus

ines

sM

anag

emen

t

50065Empowering Your People30 minute tutorialAs a leader you are expected to delegate much of the work to others. Empowering others involves giving themauthority and responsibility for each assignment while maintaining accountability for the results that areachieved. This module addresses building relationships with the people you lead.

50066Project Management: Getting Ready30 minute tutorialProject management (PM) is the application of skills, knowledge, tools, and techniques in order to meet orexceed stakeholder requirements. This course is designed to introduce the project life cycle (PLC) and to showwhere a project begins and ends. You will learn about organizational support structures, the key organizationalinfluences that can affect a project, and how to divide a project into several project phases to better controlproject deliverables.

50067Project Management: The Basics45 minute tutorialThis course is designed to introduce you to project management. The course presents definitions, boundaries,and basic responsibilities as well as some examples of projects.

50068Project Management: Goals and Stakeholders30 minute tutorialMission statements should be developed for every project in order to set goals and objectives and provideguidelines for making decisions. In this course you will learn to develop a mission statement for a project teamand project stakeholders. You will learn to establish objectives, manage stakeholder expectations and detailproject feasibility.

50069Project Management45 minute tutorialMuch of your work is probably organized around projects. In this course, you’ll learn how to organize andprioritize tasks, assign responsibility, and ensure the completion of the project.

50077Change Management - Coping with Change30 minute tutorialChange is a constant in today’s world. This module presents an overview of the process of change. It highlightsstrategies managers and employees can use to cope with change and tips and techniques that can be used tomake change easier.


Bus

ines

sM

anag

emen

t

50078Change Management - Managing Change30 minute tutorialThis module provides managers with the tools necessary to manage change in an effective and efficientmanner. It outlines strategies managers when they seek change to improve the organization's performance andtips and techniques that can be used to manage the change process.


BUSINESSCOMMUNICATIONS

Bus

ines

sC

om

mun

icat

ions Communication & Presentation Skills

50000Telephone Techniques45 minute tutorialThis course provides an introduction to effective telephone techniques. Many people overlook the importanceof telephone communications, yet the telephone is the most common means for customers to contact afinancial institution. Misunderstandings about effective telephone techniques can lead to lost sales orcustomers. This course will teach skills that help boost organizational success and professionalism.

50001Communicating at Work45 minute tutorialCommunication in the work environment is a vastly misunderstood skill. Poor communication skills hinderemployee and inter-office teamwork. Effective communications are more important than ever. In this course youwill learn the dynamics of communication in the workplace and develop more effective communication skills. Itwill also teach you how to handle ethical situations in the workplace.

50002Communicating Negative Messages45 minute tutorialThis course presents tactful, effective strategies for communicating negative or unwelcome news to others. Youwill learn strategies for presenting negative messages both inside and outside an organization. This includesconsidering legal matters and recognizing cultural differences.

50003Business Writing: Reports and Proposals45 minute tutorialThis course presents techniques for writing two crucial business documents—proposals and reports. It coversthe various types of business reports and proposals, their structure, purpose and content, as well asprofessional models of reports written by seasoned experts. Students will learn the components of each kind ofbusiness report and proposal in use today, including formal and informal formats.

50004Business Writing: Preparation30 minute tutorialOver 90 percent of all business communication is in the form of writing. In this course, you will learn how towrite a concise and informative business message. Your continued success in today's business environmentdepends on your ability to organize and write professional business messages. This course provides asystematic approach to the writing process.

B A I B U S I N E S S C O M M U N I C A T I O N S • L E A R N B A I . O R G27

Bus

ines

sC

om

mun

icat

ions 50005

Business Writing: Being Effective60 minute tutorialThis course teaches you how to organize, write, and edit messages. Many business communicators know how togather research but may not be aware of the writing process, from pre-planning, to research patterns, to firstdraft. This course presents a time-tested approach for organizing, writing, and revising a professional businessmessage.

50006Enhancing Your Speaking Skills45 minute tutorialThis course offers everything the business communicator needs to improve public speaking and oralpresentation skills. From learning about visual aids, verbal signposts, and planning and organizing material,your self-confidence will increase as you master your material and learn effective, successful public speakingmethods. You will learn about the entire oral presentation process, including planning, organization, anddelivery.

50007Communicating Interpersonally45 minute tutorialIn this course you will learn how to communicate effectively and how to practice, perfect, and master yourcommunication skills. You will learn how to assume responsibility for understanding what another person issaying and how to ensure that you are understood. You will also learn how content and process affectcommunication.

50008Communicating Non Verbally45 minute tutorialThis course provides an introduction to the meaning of signals projected through body language. You will learnhow these signals provide clues to attitudes and feelings that can be explored and verified with effective verbalcommunication. By learning and practicing the techniques presented in this course, you can become a moreeffective communicator.

50009Report Organization and Presentation45 minute tutorialThis course provides all the tools you need to improve your business report writing skills. The course focuses ontechniques for sorting, interpreting, and drawing conclusions from data. You will also learn how to use statisticaland tabulating techniques to translate raw data into meaningful, easy-to-read graphics to use in reports.

50010Communicating Persuasively45 minute tutorialThis course presents techniques for communicating persuasively. Learn how to use the 3 x 3 Writing Plan toorganize and compose messages and leverage new techniques for writing persuasive internal messages, salesmessages, news releases, claims and adjustments, and action requests.


Bus

ines

sC

om

mun

icat

ions 50011

Communicating Proactively45 minute tutorialThis course presents three proactive communication models and provides multiple examples that will help youidentify the components of each. The three models—the explanation model, agreement model and closuremodel—will teach you how to become a stronger, more positive communicator.

50012Communicating Reactively45 minute tutorialThis course discusses techniques to use when communicating with someone who questions or doubts theaccuracy of information you are providing. Our instinctive reaction is to become defensive in this type ofsituation—preventing any hope of a positive outcome. This course explains why people question or doubt. Youwill learn to use non-confrontational methods to clarify information and participate in constructive, positivecommunication.

50013Business Writing: Letters and E-mails60 minute tutorialThis course explains how to use the 3 x 3 Writing Process for routine business correspondence. You will learnhow to communicate with different audiences—customers, employees, and superiors. You will also learn towrite coherently for different mediums—letters, memos, and emails.

50014Communication Basics60 minute tutorialIn this course you’ll learn the basics of effective communication and for greater confidence in your ability toensure your messages are understood.

50015Presentation Skills60 minute tutorialIn this course you’ll learn about one of the most intimidating methods of communication: presentations. Youwill receive worksheets and checklists to help you plan and present your remarks for the most impact, and youwill learn how to deal with anxiety that often accompanies such assignments. The course also includes tools andtechniques to help you determine what the audience wants and needs, methods to gauge their needs, and astructure for organizing and formatting a good presentation.

50016Email Etiquette45 minute tutorialThe World Wide Web and email technology have changed the way we communicate. Email offers a clearbusiness advantage, speeding up transactions and long distance discussions and has become thecommunication medium of choice in the office, replacing the phone and one-on-one contact. In this courseyou’ll learn about email etiquette and the unwritten rules of email messaging, resulting in more effective emails.


Bus

ines

sC

om

mun

icat

ions 50017

Writing Effective E-Mails60 minute tutorialIn many organizations e-mail is widely depended upon as the first form of communication. The simplicity andspeed, which makes e-mail such an effective form of communication, can also lead to poor communication. Thismodule includes a case study of how a technical support representative improves the effectiveness of his or here-mail contact with a customer. Job aids for writing effective e-mail are available to be printed and can bedownloaded.

Cross Cultural Training

50027What is Culture?30 minute tutorialIn this module you will learn the definition of culture, how it evolves, and how it influences behavior.

50028What is Your Culture?30 minute tutorialIt is only through self-awareness that you can really know how you will react in a different culture. This modulewill help you identify your own personal cultural values and beliefs and will help you discover your reactions tocommon situations in foreign lands.

50029Introduction to Basic Cultural Differences30 minute tutorialYour experience in another country will be much easier if you arrive with a basic understanding of what theculture will be like. This module will give you the basic knowledge you need to understand cultures that aredifferent from your own.

50030Global Communications30 minute tutorialIn this module you will examine verbal and non-verbal communication and learn about the factors thatdetermine how effectively we communicate. You will also learn how to interpret and react to different forms ofcommunication.

50031Culture in the Workplace30 minute tutorialCultural differences can have a considerable effect on the workplace. In this module, you will explore the effectof culture on the workplace, focusing in particular on two of Hofstede's dimensions of culture: power distanceand uncertainty avoidance.


Bus

ines

sC

om

mun

icat

ions 50032

Culture in Society30 minute tutorialIn this module you will learn about the different ways cultural differences impact and influence socialinteractions.

50033Communicating Cross Culturally45 minute tutorialBecause many companies employ people from a variety of different cultures, miscommunication and miscuescan occur. These miscues and poor communication negatively impact performance, relationships, andteamwork. In this course you’ll learn the communication styles of co-workers and obtain information vital tosuccessful cross-cultural workplace communication.

50034Cross Cultural Training Examination45 minute tutorialCultural differences can influence friendship, family, and other interactions in many different ways. Test yourknowledge of how cultural differences impact both social interactions and communication by completing thiscourse.


CUSTOMERRELATIONSHIPMANAGEMENT

Cus

tom

erR

elat

ions

hip

Man

agem

ent

Working With Customers

50120Customer Support30 minute tutorialThis course teaches you to use the power of the Internet to better support customers during the sales processand to increase customer satisfaction, retention, and loyalty. You will learn about personalization techniquesthat permit organizations to offer highly customized and individualized products and services. You will also learnhow to implement personalization for your company and how to calculate the value it produces.

50121Customer Support Online45 minute tutorialIn this course you will learn important elements of effective online interactivity and relationship building whichincludes user online behavior, choice, and demographics. You will learn how individuals on the Web demandcustomization and personalization. The course makes you aware that sensitivity to language and culture areimportant on the Web, and stresses the importance of the demographics of computer access.

50122Customer Loyalty Improvement45 minute tutorialThis course provides employees and managers with a basic understanding of and tools for building customerloyalty. It covers basic principles and approaches to dealing with customers and establishing customer loyalty.

50123Developing Strong Customer Relationships60 minute tutorialDeveloping customer relationships is very important. In this course, you will learn how you can provideconsistent and legendary customer service to maintain your competitive position.

50124Handling Difficult Customers60 minute tutorialToday's information-age customers are the most informed and demanding shoppers ever. For a servicerepresentative, meeting the demands of one of these savvy customers can be a customer service nightmare. Inthis course, you will learn how to calm angry customers and effectively resolve their complaints.

50125Helping and Keeping Clients30 minute tutorialDetermining the needs of your clients is essential for providing quality service. In this course, you will learn howdemonstrate you are committed to meeting a client’s needs and how to build a long-term and productive clientrelationship.

B A I C U S T O M E R R E L A T I O N S H I P M A N A G E M E N T • L E A R N B A I . O R G33

Cus

tom

erR

elat

ions

hip

Man

agem

ent

50127Providing Service Excellence30 minute tutorialThe secret to exceptional service is treating your customer the way you would want to be treated. Despite thetechnological tools in our hands, customer service cannot be fully automated; it has to happen with andbetween people. Even though we know when we receive good customer service, it is hard to define or toquantify. In this module, we will look at the value of customer service and how to implement it in organizations.

50128Practice Active Listening30 minute tutorialActive listening is a skill that will improve your ability to provide quality service to your customers. This modulewill help you improve your listening skills by explaining the difference between hearing and listening, and byoutlining the steps involved in becoming an active listener.

50129Communication Styles60 minute tutorialCommunication is one of the most important functions of any company. Each company needs to communicateinternally with all levels of employees, and externally with clients, stakeholders, suppliers, and the generalpublic. The better your communication skills - both internally and externally - the better able you and yourcompany will be at providing quality service. This module will walk you through many techniques that willimprove your ability to communicate effectively.

Expanding Customer Services (For Financial Services)

50148We Have What They Need45 minute tutorialThis module focuses on the products and services we use to keep our customers happy. You will explore apowerful concept for helping the institution expand its customer relationships – the Customer Pathway. Thenyou will learn about the language of features and benefits so that you can better communicate the value of theinstitution's offerings.

50149Only A Minute?45 minute tutorialThis module focuses on relationships with customers and identifies how to use our relationships with customersto distinguish our institution from competitors and cultivate loyal, long-term customer relationships.


Cus

tom

erR

elat

ions

hip

Man

agem

ent

50150More Time to Focus30 minute tutorialIn this module, the focus is on longer, more comprehensive transactions with our customers. In these longertransactions, we have more time to explore and meet the customer's needs. A substantial part of providinggood service in longer transactions is educating our customers about our products and services and how theycan help them. We will also continue the topic of handling customer resistance.

50151Meeting Customer Needs with Teamwork30 minute tutorialExceptional service requires more than just strong individual performance—great customer service requires thatwe work as a team. This module will help us sustain high-quality service across all departments, jobs and rolesin our institution. The module discusses the importance of teamwork, the concept of continuous service, how tobuild better teams and develop a model for making referrals within our institution, and reviews the importanceof supporting and reinforcing our customers' decisions.

50152Exceeding Customer Expectations45 minute tutorialThis module emphasizes teamwork as a means to providing exceptional service and responding to customerproblems in a way that will increase customer loyalty and retention. Providing exceptional customer service isan ongoing process of uncovering and resolving problems. Skills acquired in this course need to become ahabit for everyone in the institution.


For more information, or to request a demo,

please contact us at 800.264.7600 or [email protected].

115 S. LASALLE STREET, SUITE 3300, CHICAGO, IL 60603-3801 • LEARNBAI.ORG

bai professional skills 2016

Documents